The Client
Citrix is the global leader and one of the most trusted names in on-demand access.
More than 160,000 organizations around the world use the Citrix Access
Platform to provide the best access experience to any application for
any user. Citrix customers include all of the Fortune 100 companies and
98% of the Fortune Global 500, as well as hundreds of thousands of
small businesses and individuals.
The Problem
When Citrix wanted to unify there individual call centres around
the world
in order to provide a better level of service to there customers, they
chose to implement an Avaya call centre with Avaya Interaction Centre.
Citrix
now had the ability to route calls between different offices around the
world
as if they were all in the same building and integrate there telephone
system with existing business databases so they can automate general
tasks such as identifying callers and their reason for calling.
Kieu McGregor were asked to provide the CTI integration skills required to
implementing the call routing scenarios that Citrix had requested. By
integrated the Avaya telephone system with the existing business
databases, we enabled automated customer searches and provided an
intelligent routing system capable of deciding which department a
caller should be sent to based on a large number of variables.
How We Helped
Kieu McGregor helped Citrix to reduce the number of calls that went to the wrong
person or department and ensured that once a call was connected the
support person automatically received the customer details and their
history so they were ready to deal with the customers’ request.